Regional Customer Care Lead – Homes

TSR Recruitment Ltd; York and North Yorkshire; On-site; GBP 45,000 - 65,000; Full time

Job summary

TSR Recruitment Ltd is seeking an experienced Customer Service Manager for a leading housebuilder in the UK. You will lead the regional customer care operation, manage a team of service and maintenance professionals, and drive high-quality, responsive service after home purchases.

The role focuses on resolving defects, coordinating with construction teams and driving improvements in customer satisfaction and build quality across the region.

Qualifications

• Proven experience in a customer service or customer care management role within a housebuilder or residential construction business.
• Experience managing customer complaints, defects and post-completion issues.
• Strong leadership skills, with the ability to motivate and develop a team.
• Excellent communication, organisational and problem-solving skills.
• A good understanding of the housebuilding industry and customer care standards.
• A proactive, commercially aware approach, with a strong focus on customer satisfaction and continuous improvement.

Responsibilities

• Leading, motivating and developing the regional customer service team and maintenance technicians.
• Managing customer complaints, escalations and aftercare issues through to satisfactory resolution.
• Overseeing defects, remedial works and maintenance activities, ensuring these are completed efficiently and to the required standard.
• Working closely with construction teams, site managers and subcontractors to resolve issues and improve build quality.
• Ensuring compliance with relevant industry standards, customer care regulations and company procedures.
• Monitoring customer satisfaction, service performance and KPIs, identifying opportunities for continuous improvement.
• Supporting pre-completion inspections and the customer handover process.
• Maintaining accurate records and ensuring customer service activities comply with health and safety and data protection requirements.

Skills

Team leadership

Customer service management

Communication

Problem-solving

Commercial awareness

Job description

TSR Recruitment Ltd is seeking an experienced Customer Service Manager for a leading housebuilder in the UK. You will lead the regional customer care operation, manage a team of service and maintenance professionals, and drive high-quality, responsive service after home purchases.

The role focuses on resolving defects, coordinating with construction teams and driving improvements in customer satisfaction and build quality across the region.